BİRGİ CUSTOMER COMPLAINT PROCESS

Notification of the complaints:

Complaints should be notified in
written form. For this purpose, "customer complaints notification
form" defined in our web adress, could be filled out. The complaint
which is sent by this link will directly notify Birgi Sales
department.

Receipt of the complaint:

When the authorized person of Sales
department is informed from the complaint, she/he fills out the
parts of the Customer Complaint Evaluation form: "complaint sent
by" and "complaint notified by". If there is a form/e-mail sent by
the customer, it will be attached to the evaluation form. Complaint
evaluation form is sent to Quality System Administrator in the same
day of the complaint is received.

Sending the preliminary answer letter to the customer
explaining that the complaint has been received

Quality System Administrator inspects
the complaint and its samples if they have been sent. If the
samples have not been sent, he evaluates whether the samples are
required or not. A short information letter, is sent to the
customer by Quality System Administrator, to explain that the
complaint is received and the investigation is initiated, within
the latest one working day after receiving the complaint. Samples
for the complaint evaluation are requested, if it is required.

Planning the processes to be performed for evaluating
the complaint:

Quality System Administrator
determines the inspections and investigations to be performed
according to the characteristic of the complaint. Investigations to
be performed are stated in the evaluation form. Responsiblity and
the target date of each action is defined. The original of the
customer evaluation form, is sent to the department who will
perform the investigations, within the latest one working day after
receiving the complaint. At the same time, customer evaluation form
is distrubuted to other relevant departments by e-mail for
information.

Sending the interim report to the customer regarding
the investigations of the complaint:

Complaints are concluded in the
latest 5 working days after the date at which complaints are
notified. The intertim report is sent to the customer by Quality
System Administrator regarding the complaint which could not be
concluded in this time according to the scope of performed
investigations. Continuing studies and performed investigations up
to that date, are explained in the interim report.

Concluding the complaint:

The reason of nonconformance that
leads to the complaint is detected with performed investigations
and evaluations. It is clarified whether the complaint is generated
from Birgi or not. Obtained result is sent objectively in written
to the customer. In cases, it is determined that the complaint is
clearly generated from Birgi, determined correction actions are
informed to the customer to prevent reoccurence of the complaint.
In cases, it is determined that the complaint is not clearly
generated from Birgi, results of the performed investigations are
explained to the customer. It is explained whether that there is no
finding regarding that the problem is generated from Birgi. It is
asked to the customer that they have a request regarding any
additional investigation to be performed, in the response letter of
the complaint

MEFAR CUSTOMER COMPLAINT PROCESS

Notification of the complaints:

Complaints should be notified in
written form. For this purpose, "customer complaints notification
form" defined in our web adress, could be filled out. The complaint
which is sent by this link will directly notify Birgi Sales
department.

Receipt of the complaint:

The sales department, if necessary,
calls for the mentioned company / department, supplies the relevant
sample, fills the customer complaint form and sends to the Quality
Assurance department.

Evaluation of complaint and planning the processes to
be performed for evaluating the complaint:

Classification and risk assessment of
current customer complaint are done and necessary investigations
are initiated by Quality Assurance Manager.

Sending Pre-Respond to the Customer Regarding the
Complaint:

A pre-respond is sent to the
complaining company that states the complaint is notified and the
necessary actions are initiated within 3 working days. (The
preliminary investigation information is sent to the customer in 24
hours for critical complaints). In case of the complaint
declaration is come from market directly (not from customer), it is
declared to customer in 24 hours by Commercial Affairs
Management.

Sending Interim Report to the Customer Regarding the
Complaint:

The actions regarding the customer
will be concluded within 5 working days. If a time extension is
needed depending on the characteristics of the complaint, and if
this extension exceeds 5 working days the Product Release Unit
Supervisor prepares an interim report and sends to the
customer.

Concluding of the complaint:

The reason of nonconformance that
leads to the complaint is detected with performed investigations
and evaluations. It is clarified whether the complaint is generated
from Mefar or not. Obtained result is sent objectively in written
to the customer. In cases, it is determined that the complaint is
clearly generated from Mefar, preventative actions are also
informed to the customer to prevent recurrence of the complaint. In
cases, it is determined that the complaint is not clearly generated
from Mefar, results of the performed investigations are explained
to the customer. It is explained whether that there is no finding
regarding that the problem is generated from Mefar. It is asked to
the customer that they have a request regarding any additional
investigation to be performed, in the response letter of the
complaint.